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Screw you, Lane Bryant Credit Card, Part II: New card charges crap-tons of fees!

I am even happier that I paid my Lane Bryant credit card in full now that I’ve discovered that Charming Shoppes is using a new bank for their cards.

A friend — I’ll call her Dotti, just told me that the new web site is now charging more than $12 for an online payment.

Here’s how it went down.

1) Dotti sets up an online payment with Lane Bryant on its web site.

2) Lane Bryant never receives the payment after two weeks.

3) Dotti freaks, and goes back to the web site to make another payment. Dotti finds that the payments are now being handled by a new bank that is a subsidiary of parent company Charming Shoppes, and she’ll have to pay $12.95 to make a payment online.

4) I do a bit of research and find Lane Bryant’s toll-free customer service number on the Charming Shoppes web site. Dotti gets on the horn with them. In 45 minutes, Dotti:

a) Enters a payment over the phone via an automated system
b) never receives confirmation for her $10 payment
c) Finally talks to a human after being on hold. “You have to listen to an ad about their pants.”
d) Humans no. 1 and no. 2 tell her they can’t confirm her payment. Dotti says, “Get me someone who can.”
e) Human No. 3 says, “We have received a payment of ten cents.”
f) Dotti’s card has been charged FIVE DOLLARS for making a payment over the phone.

5) Dotti comes back pissed off after her most craptacular customer service experience.

So, lemme get this straight.

1) Lane Bryant offers new “rewards” credit card; spend a few hundred bucks, get a $20 gift cheque.

2) To pay off your credit card balance each month, you have to pay a fee of $12.95.

3) To pay off your credit card over the phone, you have to pay a fee of $5.

4) Lane Bryant may register your payment as five cents or $100,000,000 and you can’t ever tell because there’s no confirmation of the amount you paid.


Additional direct quotes from Dotti include, “I had to enter so many numbers that my cell phone stopped allowing me to enter numbers,” and “I will never buy another thing from LB.”

So what’s the cost vs. reward on this? None. You have to pay a bunch of shit, not to mention interest, to get an eensy-meensy kickback.

How horrible. What a horrible, abominable practice this company has.

Can anyone else confirm this new, extremely craptacular form of customer service that Lane Bryant is now providing?

Seriously – why are they sucking so horribly? First it’s the craptacular clothes, then it’s the credit card bullshit, and now this?

Damn. Lane Bryant, you suck. Suck. SUCKITY SUCK SUCK SUCK. SUCK.

UPDATE: Ruby (noted in the comments below) said she went to make a payment and no fee was charged. So, who knows. I want to remain fair in this – but 45 minutes with a headache for customer service is still totally uncool.

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  • Meghan February 15, 2008, 12:25 am

    Punch ’em in the nards, El!

  • Anonymous February 15, 2008, 12:32 am

    Hey you, it’s Jaimee.

    OK so that sucks serious ASS and I think you should post this over on your other blog so it gets more hits and maybe the LB people will make that shit up to “Dottie”. I have some wishfull thinkin’ ever since your experience with Dell.

  • Bellesouth February 15, 2008, 12:34 am

    Meghan – YEAH!

    Jaimee – Actually, I get a fair amount of hits on this blog, and it’s more likely to show up in google searches over here.

    Pass this along to your friends to get the word out!

  • crack sammich February 15, 2008, 12:52 am

    I have an LB card and only use it so I keep getting coupons from time to time. I checked out their site and sure enough…

    “Q. Is there a fee to make online payments?

    A. The Bank reserves the right to charge a fee for the On-Line Payment service. Any fee associated with this service will be disclosed to you during the payment transaction.”

    So they don’t tell you the fee until you pay it and who reads all of that crap?

  • Bellesouth February 15, 2008, 12:57 am

    Dude, you so don’t need an LB card to get coupons. They spit them out via e-mail like a billion times a month.

    They suck!!!

  • ruby42 February 15, 2008, 4:38 am

    I don’t know where this is coming from. I just went to my lanebryant account and made a payment. I saw the disclaimer that stated that the bank reserves the right to charge a fee. I also saw the part where it stated that if there was a fee it would be stated at the time of payment. I made a payment. Not once, but twice during that transaction it was stated that there was no fee for that service. Reviewing my last few statements confirms that. I have always paid online. I have never been charged a fee and doubt that I will. Companies want you to pay online, it saves them money. It makes no sense to charge for that.

    My Citibank visa charges 14.95 for payments over the phone. Now that is fucking robbery. Especially considering if you mail the bill the same day you get it, it will still be processed late and you will get a late fee.

  • Bellesouth February 15, 2008, 4:43 am

    That’s weird.

    I wonder if it’s for a same-day payment?

  • Anonymous February 15, 2008, 6:10 am

    I swore off Lane Bryant last year. I had the RUDEST salesclerk I have ever encountered. Then I waited in line, behind one customer, for 16 minutes. In that time, the salesclerk (the 2nd rudest one ever) never looked at me or offered encouraging words like “I’m so sorry, we’re almost done.” And then when it was my turn, I handed her the jacket I was buying with a big red tag on it that said $22. All the jackets on the rack had the same tag. When she rang it up, she said it would be $56. When I showed her the tag on the hanger and pointed to the huge rack of like jackets, she shrugged and said “It’s ringing up $56, do you want it or not?” And she actually smacked her gum as she stared at me with dead eyes.

    I stared at her nametag, went home and called the manager. I had to leave a voicemail. Two days later, I hadn’t heard back. Got the district manager’s name and number, left two messages and never heard back. Sent three flame emails, never heard back.

    My final opinion was that this corporation doesn’t give a SHIT about their customers. As if that isn’t apparent from their crappy designs anyway!

    Maurice’s has MUCH cuter and less expensive plus size clothing. You can actually wear refreshingly trendy designs in cotton, linen, silk and non-smelly denim. Lane Bryant is pure polyester. And their jeans smell so bad, even after 10 washings.

    Down with the Lame Giant!!
    Love, Kris H.

  • Anonymous March 7, 2008, 4:49 pm

    WELL. I stumbled across this by googling online, but have to take a moment to say the new card company SUCKS. First, I had updated all my information with the old card company because I had been married. So, I got new cards with my new last name and information attached to them. Then Lane Bryant switched to this new company. They sent me TWO cards with my old last name. I went to update my information online, only to find out that for whatever reason, it wouldn’t take my card number as a valid number. After spending about 20 minutes trying to get through the automated system (which is the least user friendly automated system I’ve ever used in my life). It never gave me the option to set up an online banking account. I had to make my payment over the phone- and yes, it charges you massive fees.

    When I went to buy a home, I found that on my credit report, the old company was reporting on me, as well as this new company, who is reporting on me TWICE with INCORRECT information which is causing my credit score to plummet about 25 points. Trying to get this fixed, was a major pain. I have a couple days before I am supposed to be closing on my house. I try to get documentation from them showing what my current balance is as well as what my available balance is. I was told “We can get that faxed over to you in 2-3 business days.” I ask “Can’t you print it, and walk to a fax machine?” The rep replies, “No, it doesn’t work like that. I can’t just walk to a fax machine.” I banter back and forth with this very nice, but still rather incompetent employee for a couple minutes and ask for a SUP. Get the SUP on the phone to receive the same answer. They were messing up MY credit score, making it so I can’t close on my home and there was nothing I could do. The supervisor did put a rush on it, and got it to me the next day- but the fact remains that this new card company has the WORST CUSTOMER SERVICE I have EVER received.

    To boot, my card still has my old last name on it. Even after updating it four times. Thanks Lane Bryant Credit Card!

  • Bellesouth March 7, 2008, 5:14 pm

    that just sucks. seriously. totally. thanks for sharing your story.

  • Anonymous March 25, 2008, 11:55 pm

    Ok for one i work lane bryant customer service and there is no fee for making a payment over the internet you people really need to get your facts straight berfore posting

  • Anonymous April 4, 2008, 1:22 pm

    Down with the Lame Giant!!
    Love, Kris H.
    First as a Lane Bryant employee I have to say I love serving every single one of my customers. I bend over backwards for you guys but it’s not just me…..all of my co-workers do as well!
    “Chewing gum and asking so do you want this or what?” I don’t think so, we are held to a much higher standard. We aren’t allowed to chew gum or speaker to our Clients like that!
    With regards to our recent tradgedy, this compassionate company has been very good to us. We are all trying to cope with the loss and the miracle that came out of all of this….two beautiful woman, who were really very thoughtful and selfless people well before this horrific event!
    Finally as far as our “DM’s”
    District Manager’s I’m not sure whom you’ve dealt with.,..but of the 3 I’ve known within LB, NONE who behaive like this. They all are prompt about returning phone calls and following through with customer service!
    Some people are just never happy, EVER! Regardless of how hard people might try to serve you!
    God Bless!

  • Anonymous April 4, 2008, 1:27 pm

    ……not to leave out a commetn about the two mothers, the futire mother, and the future mother who already played the “like a mother” role to hundreds of children as she served in “Greater Good” career that was just as passionate about her as she was it!
    They will all be missed and never forgotten!

  • Anonymous April 24, 2008, 8:59 pm

    I have always received wonderful service from my local LB store. However, I can’t say the same for the new company issuing their credit cards. I had a limit, I thought. Yet when I went to use the new card and verified what it was in the store, I was still allowed to go over by $150!! Imagine what THAT does to your credit rating. I called as soon as I learned I was over my limit to be told “they like to be helpful and everyone has a “shadow” limit on their cards they don’t tell you about. No way to fix that. I tried. And the payments become unreal because now you are over limit and it gets reported to the credit bureaus. Thanks. For nothing.

  • Taneshia May 24, 2008, 4:22 am

    The only bad thing I can say about LB is that they messed up royally when they switched banks. They changed my card number and didn’t tell me until I called about it because I couldn’t log in online and said that a new card was on the way. Three weeks later still no card. I called again and they had to cancel the new card and give me another one. It was one big mess and since that time I rarely shop at the store or online. They don’t have anything there in my size anymore and I have to get eveything shipped to my home which takes longer. LB is the only place I can find a good bra, unless someone knows something I don’t, so I will continue to shop there for them but for other things I usually go to Maurices. I love their clothes!

  • MaxieCat July 9, 2008, 11:20 pm

    I just got a good chuckle over the fact that they offer Quicken/MS Money download for their credit card. When I looked into it further, the format that they offer is qif, which Quicken has not supported in almost four years. Man, these people are freaking idiots…


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